Apps from nRF Connect for Desktop don't start after Update (Windows 10)

[tbuenger]

Hello,

I used the apps from nRF Connect for Desktop for a project half a year ago. Today I started nRF Connect for Desktop and did the updates (automatic update for nRF Connect for Desktop to version 3.12 and manual updates for all utility programs e.g. BLE App, nRF Toolchain). After the updates completed, the programs from nRF Connect for Desktop do not start anymore. I tried nRF Toolbox and BLE App and both apps only show a loading circle animation but nothing ever happens. I tried reinstalling and it didn't help. The same problem still exists.

When I try to go back to nRF Connect for Desktop v. 3.5 and try to start BLE App I get the following error:

Am I missing something? How can I do a clean reinstall to fix these problems? I don't mind if I have to go back to an older versions. I just want it to work.

Best regards

Tobias Bünger

[Kazi Afroza Sultana]

Hello Tobias,

You have to make sure that nRF Connect for Desktop v3.12.0 is installed (can be verified from the top bar of the app)

- Make sure the BLE app is on version v4.0.0

- Opening the BLE app the first time can create the white screen/loader issue. Wait for 30 sec, close and then open the BLE app again.

If it still fails, you can try to uninstall nRF Connect for Desktop from the windows apps settings and download/install it from our website again.

The same steps as above apply after the reinstall.

Thanks.

Best Regards,

Kazi Afroza Sultana

[tbuenger]

Hello Kazi,

thank you for your answer. I tried your suggested steps without success. I re-downloaded, re-installed and launched nRF Connect for Desktop with admin rights.I also waited in the loading screen for more than 30 seconds and tried to restart the app. I still have the same problem with the loading screen.

[Kazi Afroza Sultana]

Hello,

Could you please send a screenshot of the contents in this path?

C:\Users\<User>\AppData\Local\Programs\nrfconnect\resources\

[Kazi Afroza Sultana]

Hello,

Could you please send a screenshot of the contents in this path?

C:\Users\<User>\AppData\Local\Programs\nrfconnect\resources\

[tbuenger]

[Kazi Afroza Sultana]

Hello,

This path looks ok. is it possible to reproduce this on another windows machine?

[tbuenger]

Hello,

Thanks for your reply. I can install the software on a work laptop, run the updates and see what happens there.

[tbuenger]

So far I was not able to reproduce the error on my work laptop. I was able to install and update nRF Connect for Desktop + Apps on my work laptop. I will try to reinstall on my own laptop once again... I will reinstall the nRF Connect for Desktop version 3.5 and update from there. This is what I did on my work laptop and it worked.

[tbuenger]

I tried again on my own laptop and I'm getting the exact same error in developer console that I got before.

Edit 1: (now on Programmer App version 4.0.1 and nRF Connect SDK version 3.12.0)

Edit 2: When I installed nRF Connect for Desktop version 3.5 I uninstalled the Apps from there and I got the following error:

But then I restarted nRF Connect for Desktop with admin rights and all the apps were listed as uninstalled already.

[Kazi Afroza Sultana]

Hello,

 If your laptop's username without special characters, then it would be as expected. You can try to change the username and see the consequence. 

Thanks.

BR

Kazi

[tbuenger]

Hello,

thanks for your help. I created a new non-admin local user on my Windows 10 and installed nRF Connect for Desktop with that user and it works now on that user.

Still I think this is something that should get patched because the old version worked without this problem.

I didn't rename my user folder on my admin user because I didn't want to corrupt my profile and break all other already installed programs...

BR

Tobias

[Kazi Afroza Sultana]

Hello Tobias,

We got the work around with special characters in username. As it was identified as a problem. You have created a new user without special character for which the installation works, that is also good. Our team will consider this as well for future fixing. 

Thanks.

BR

Kazi